Employee care, a vital antecedent to customer care in the health care industry

Abstract

The paper reports on the conceptualization and measurement of the employee satisfaction construct at North East Alabama Regional Medical Center (RMC), Anniston, Alabama. The study sought to take a global attitudinal measure of employee satisfaction. The employee satisfaction construct was evaluated through the use of an amended Brayfield-Rothe Index (BRI). The Index, in its original form, comprises an 18-item five-point Likert scale with items listed in both positive and negative format. The amended instrument comprised an additional 12 items addressing such issues as organizational culture and satisfaction with existing orientation, human resource policy and practice. The sample was drawn from all employees of the North East Alabama Regional Medical Center, Anniston, Alabama over a two-week period in November 2003. The results have proved beneficial in revealing those core dimensions that comprise the employee satisfaction construct, at least as defined through the use of BRI at RMC. The Center has been able to identify those areas where performance should be maintained at present levels and those where improvement is needed. The research is limited by the fact that it was cross-sectional in nature and in order to track real change/improvement over time, it should be repeated annually. It should also be stressed that the BRI was used to provide a global attitudinal measure of employee satisfaction only. When used as such, the author would recommend a certain amount of qualitative follow-up with willing participants in a focus group forum. This should allow for a richer interpretation of the results. The results have proved beneficial in revealing those core dimensions that comprise the employee satisfaction construct, at least as defined through the use of BRI at RMC. The Center has been better placed to identify those areas where performance should be maintained at present levels and those where improvement is needed. The research demonstrates the value and relative simplicity of the BRI method.